Rules For Troublemen
Reprinted from "INSULATORS - Crown Jewels of the Wire", May 1977, page 34
Dear Dora,
I have enclosed a copy of "Rules for Troublemen". I got it in 1965
from a supervisor I worked for while employed by Illinois Bell Telephone. It is
not known if it originated from Illinois Bell or its predecessor, The Chicago
Telephone Co. As it says, it will no doubt evoke a chuckle, especially form
present and former employees of telephone companies. Maybe someone who reads it
can come up with the information as to where it originated.
Thanks,
Dennis Kotan
TIMES HAVE CHANGED OR HAVE THEY
Not many of our present Plant Department employees were around in 1911 when
L. C. Jones, then Plant Superintendent, published a memorandum entitled "Rules
for Troublemen". The memorandum consisted of 23 rules and was intended to guide
the "Troubleman" in his contacts with the public and in the
performance of other phases of his daily job.
A review of the 23 rules will no
doubt evoke a chuckle here and there and may bring back fond memories to some of
our old timers. The horse and wagon have long since disappeared from the
telephone scene, but some of the philosophy expressed by Mr. Jones might well
apply to our present day to day jobs. It is with these thoughts in mind that we
have reproduced the following.
RULES FOR TROUBLEMEN
-
Put up a good front. It is not necessary to advertise any tailor shop,
neither is it necessary to go about your work looking like a coal heaver.
Overalls can look as respectable as anything else, but they must at least show
that they are on speaking terms with the laundryman, and shoes must have a
bowing acquaintance with the bootblack.
-
Make the liveryman wash and oil your wagon and harness, and do not tie the
harness up with wire longer than is necessary to get proper repairs. The same may
be said of your
suspenders and buttons.
-
Keep all unnecessary junk out of your wagon.
-
Don't pitch dry batteries into the bed of your wagon to be hauled around
day after day with broken insulators, bolts, wire, pole steps, and what not.
Don't neglect to memorize the fact that the supply houses are not running
charitable institutions for the benefit of the company.
-
Go about your business cheerfully and quietly. When you enter a residence
don't overlook the floormat. If requested to go around to the back door, don't
consider yourself insulted, but try to realize that the lady of the house may
not have a maid, and is only trying to save work for herself. Say good
morning or evening; it doesn't cost anything and shows you started out right
at home.
-
If compelled to do anything that makes a
litter, ask for a newspaper to catch the trash. The lady of the house will
be grateful.
-
Close the door when you go out, not forgetting
to shut the front gate.
-
When you leave be sure you have looked over
everything carefully and have anticipated, as far as possible some future
trouble.
-
It is not necessary to tell the lady of the
house that her telephone is worn out and no good. She may think as much
herself. Tell her that her telephone is as good as anybody's, and back it up
by making it so.
-
If you ever believe that a subscriber is a
crank, forget it. All of them are wise enough to tell when a telephone is
not working right. Not every troubleman can do this.
-
Be courteous and polite, and don't be afraid to
hand out a little jolly occasionally. It doesn't hurt anybody's feelings to
be jollied a little.
-
Treat everybody as you like to be treated, not
forgetting your horse. If you want to feel the horse's side of it, just take
off your coat and hat some zero day, hitch yourself to the same post with
your belt and stand there about two hours. Hereafter don't forget the
horse's blanket.
-
Don't go pellmell through the streets
regardless of pedestrians as though you were going after your salary check.
The fact that a man is always in a hurry doesn't always mean that he is
accomplishing very much.
-
Remember that you do more to raise or lower the
company's profits per subscriber than anything else except a sleet-storm or
a fire, depending on how many times you go back to do the thing that you
should have done the first time.
-
Don't idle away your time, there is always
something to do if you will only do it.
-
Don't forget to report to the proper party
things that you see that need attention.
-
If you will do today what somebody would put
off until tomorrow you need not worry about your future.
-
Cultivate the friendship of the people with
whom you do business, it makes friends for the company, and friendship is
essential to true success.
-
Carry yourself with dignity and others will
accord it to you.
-
Study your business and try to improve the
quality of your work.
-
Remember that you are working more nearly on
honor than any other employee of the company, considering that necessarily
the troubleman has less supervision than other employees, hence you should
come across with a square deal.
-
Report for duty promptly and don't be afraid to
work overtime.
-
If you don't like your job, resign. It will be
better for you and the company.
Yours truly,
L. C. Jones, Plant Superintendent
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